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Fergal
Reid
Chief AI Officer
Intercom
Fergal Reid is Chief AI Officer at Intercom, where he leads initiatives that are transforming customer support like Intercom’s customer service AI agent Fin. With a PhD in machine learning, Fergal has a track record of building engineering and product teams, bringing successful ML products from first prototype to substantial business revenue.
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02 December 2025 11:00 - 11:30
Deploying generative AI systems in production
What does it take to move generative AI from prototype to production - and keep it learning at scale? This session breaks down the ATTD loop (Analyse, Train, Test, Deploy), a framework for deploying AI systems that evolve continuously through real-world usage. Drawing on practical lessons from production environments with millions of user interactions, we’ll explore how to structure feedback pipelines, manage model drift, and ensure reliability in systems that never stop learning. Whether you're working on LLMs, multimodal models, or retrieval-augmented systems, this session offers a grounded perspective on what it really takes to operationalize generative AI.